At a Glance
- Tasks: Lead customer success initiatives and enhance attendee engagement for impactful events.
- Company: Join Oxford Global, a leader in life sciences innovation and partnership.
- Benefits: Enjoy flexible working, generous holidays, and wellness programmes.
- Other info: Hybrid work model with vibrant office culture and growth opportunities.
- Why this job: Shape the future of life sciences while driving customer success and satisfaction.
- Qualifications: 5+ years in customer service and 2+ years in team leadership required.
The predicted salary is between 40000 - 45000 £ per year.
At Oxford Global, our passion is driving innovation, expertise, and partnership within the life sciences industry. We are on a mission to empower professionals to accelerate research and achieve impactful results through cutting-edge, curated events, industry insights, and educational resources. Join us in shaping the future of the life sciences industry.
We are looking for an experienced Head of Customer Success to join our Customer Success team and lead the planning, execution and continuous improvement of strategic customer programmes, ensuring attendees, VIPs and stakeholders achieve maximum value from participation. Working closely with the Operations Director, you will be responsible for the leadership and line management of the operational Customer Success team, driving high performance and excellence in execution. You will also play a key role in identifying, developing, and implementing projects and process improvements that enhance the effectiveness and long-term success of the department.
Role Responsibilities:- Meetings Programme Ownership
- Own the pre-scheduled event meetings programme strategy and execution for the business.
- Define matching criteria and qualification processes for meeting participants.
- Oversee all scheduling, participation/acceptance rates and meetings programme performance.
- Lead proactive participant recruitment and engagement through outbound calling, email and social media channels.
- Manage the meetings platform, including scheduling and troubleshooting.
- Build rapport with prospective and existing participants, clearly communicate programme value and benefits and convert interest into confirmed participation.
- Follow up consistently with participants to maximise engagement and meeting acceptance rates.
- Manage multiple data sets and trackers to ensure targets are on track and troubleshoot if required.
- Liaise directly with high value clients to communicate meetings fulfilment and provide support and assistance ahead of and during event.
- Manage the onsite meeting programme delivery – provide assistance to meeting participants and coordinate programme changes where needed.
- Analyse meeting outcomes and recommend improvements to senior leadership team.
- VIP & Hosted Programmes
- Develop and manage VIP and hosted attendee programmes, by defining qualification criteria and recruitment strategies.
- Oversee delegate communications and engagement – achieve participation targets for multiple concurrent campaigns.
- Manage VIP benefits and programme delivery, providing excellent customer service and support.
- Report on programme performance and propose new initiatives to increase engagement.
- Community Programmes
- Improve attendee engagement throughout the event lifecycle, by conducting high-volume outbound calls to recruit potential conference delegates.
- Identify opportunities to increase participation and satisfaction by working closely with our Marketing team.
- Develop customer success processes and best practices in line with our business goals.
- Act as escalation point for any programme-related customer issues.
- Team Leadership
- Manage and develop the Customer Success Executive and Marketing Operations Executive.
- Allocate workloads and set priorities, and multi-task between several active event campaigns.
- Establish service standards and ensure reporting team is following set operational processes.
- Essential:
- A customer-centred attitude, with 5+ years of proven Customer Service experience, and 2+ years experience of managing people or leading teams/projects.
- Excellent verbal/written communication skills, including a strong telephone manner.
- Extremely organised, adaptable and resilient. A proactive and versatile working approach, with the ability to move between different projects with ease.
- Confident and persuasive telephone manner, with the ability to build rapport quickly with senior decision-makers and busy professionals.
- Experienced in leading a team - including day to day responsibilities, performance management, and providing comprehensive support and guidance to team members.
- Comfortable travelling for work as needed (national & international travel required).
- Desirable:
- Direct experience in hosted buyer or pre-scheduled meetings programmes.
- Experience of working on site at Events, Exhibitions, and Trade Shows.
More about the role:
- Salary: £40,000 - £45,000 per annum plus commission.
- Location: All our roles are hybrid (a mix of remote and in office). Our offices are located on the Botley road in Oxford, with shops/restaurants within walking distance and easy access into Oxford City Centre.
- Job Type: Full time (37.5 hours a week).
Top perks:
- Flexible/home/remote working – Flexible working and 2 days remote working a week (after induction/on-boarding).
- Holidays – Increment of holiday from 24 days up to 28 days per annum plus bank holidays.
- One day of paid Birthday leave (on successful completion of probation).
- Travel Schemes - Save on the purchase of a new bike or electric car, Public Transport Loan Scheme.
- Healthcare – 10 days full pay sick leave (additional 5 discretionary), reimbursement of eye tests, free flu jabs.
- Enhanced company maternity & paternity pay (eligibility based on length of service).
- Wellness Programme – Company Employee Assistance Programme (EAP), wellness projects and other initiatives.
- Plus: Frequent social activities, free on-site parking, free office food & drink, training.
Head of Customer Success employer: Oxford Global
Oxford Global is an exceptional employer that fosters a collaborative and innovative work culture, making it an ideal place for professionals looking to make a significant impact in multichannel marketing. With a strong emphasis on employee growth and development, team members are encouraged to enhance their skills while working alongside talented individuals in a dynamic environment. Located in a vibrant area, the company offers unique advantages such as access to industry events and networking opportunities, ensuring that employees thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Oxford Global. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Oxford Global before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Success
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Oxford Global:Your cover letter is your chance to shine! Tell us why you want to work at Oxford Global specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Oxford Global!
How to prepare for a job interview at Oxford Global
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
